Director, Call Center / Welcome Center

Long & Foster Real Estate, Inc
Chantilly, VA
Dec 07, 2021
Dec 09, 2021
Full Time
Director, Call/Welcome Center Job Summary: Under the general direction of the SVP, Relocation, this individual will supervise Long & Foster's "Welcome Center", a call center within the company's Corporate Real Estate Services (CRES) division. The Welcome Center handles the company's relocation business, broker-to-broker referrals, leads from partners, and company-generated leads from special programs. Initially, this individual will supervise 10 coordinators with this number increasing to 15 in the short term. This individual will also play a pivotal role in introducing new procedures and technology into the group, increasing the sophistication of CRES' operations and enhancing the group's effectiveness in receiving, processing and assigning leads. Key Responsibilities: Hire, train and supervise staff members who will be managing leads, assigning them to agents, and providing updates to relocation companies and other brokerages.Track each employee's job performance, attendance, and professional development. Handle basic staff issues under the guidance of HR.To complement the ongoing interaction with partners (relocation companies, other brokerages, etc.), Long & Foster agents, branch managers, and regional management, serve as a point of escalation for issues that cannot be handled by staff members.Implement and improve standard operating procedures, holding employees accountable to performance metrics. Job Requirements: Bachelor's degree or equivalentMinimum 5 years experience in management role in call center environmentProficiency with necessary technology, software applications, and phone systems (Salesforce and Five 9s/Genesys Telephony experience a plus )Strong coaching and leadership skills, ability to motivate employeesExceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Decisive and attention to detail

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